Often the value of WFM projects are undervalued by leaders outside of the WFM team. However, this is largely because we quantify successes with internal definitions. For example, we report that the new adherence to schedule process has lowered agents After Call Work usage by 16 seconds. While this is technically true, a more convincing way to portray this information exists. Try to quantify successes in a language that every business speaks -- head count and money. The above example could have been more effective if the cost savings were portrayed by saying that the new process has saved the...
Session 4: Advanced Contact Center Strategic Analytics Date: Tuesday, August 19 Time: 1:00-2:00 pm CT Central to the capacity plan is the contact center staffing model. Most planners use it to determine how much staff is needed to hit service levels given a forecast. But an accurate model can provide so much more in terms of the ability to evaluate the cost and service implications of all sorts of important business questions. In this session we will discuss how to...
Session 3: Contact Center Staffing Models Date: Tuesday, July 15 Time: 1:00-2:00 pm CT The omni-center/multi-center operation has changed the math we’ve traditionally used to develop staff plans. In this session, we will discuss how the nuances of each channel requires different considerations for right-sizing your workforce. In a nutshell, we will try and help develop a better math model to determine staffing. We will discuss models for: Chat with concurrency Outbound dialer models Back office processing Inbound phone Click...
Session 2: Contact Center Data, Reconciling History, and Forecasting Date: Tuesday, June 17 Time: 1:00-2:00 pm CT In this session, we will discuss the various data sources and data elements that will make your strategic plans useful and accurate. What data are required to develop a capacity plan? These include ACD history, workforce management history, HR data, and financial data. We will discuss how you can use this data to answer the most basic question: What happened last week and...
